Extreme Sales

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Sid Fulton Aplliances, INC Company Contact: [redacted] Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: I will start off by saying, it is unfortunate that you feel you have been mistreated because we go out of our way to provide a good service from start to finishBoth of the ladies that you spoke with had taken a lot from you on the telephone, (cussing, being rude, mouthing, talking over them, etc), and anyone that has ever answered a telephone knows how challenging that can be when "killing them with kindness" doesn't workI notice in your complaint you say we "combine calls." That is the proper procedure for an appliance business, otherwise everyone in your area would be paying double every time they needed something fixedThere is no other way to do itAfter a call has been made a ticket is then opened, the first appearance is just for a diagnosis unless it is an easy or common problem that they would already have parts forThe second appearance is to install the partWhen the tech returns and that job is completed then that ticket is closedThis exact thing happened the second time you calledThat is not three visits, I'm sorryAlso, we explained to you that if you contacted the warranty company you could try to resolve this with them and then they agreed to pay for the partsHowever, you expect me to pay a tech to fix something for freeAll, we asked of you was to pay the service charge, which is the same thing the warranty company asked of youI wish I could provide a service for free for everyone that asked for it, unfortunately that isn't an option Sent on: 8/10/12:34:PM

Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Sid Fulton Aplliances, INC
Company Contact:
[redacted]
Company Phone:
[redacted]
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff...

Member:
Response:
I will start off by saying, it is unfortunate that you feel you have been mistreated because we go out of our way to provide a good service from start to finish. Both of the ladies that you spoke with had taken a lot from you on the telephone, (cussing, being rude, mouthing, talking over them, etc), and anyone that has ever answered a telephone knows how challenging that can be when "killing them with kindness" doesn't work. I notice in your complaint you say we "combine calls." That is the proper procedure for an appliance business, otherwise everyone in your area would be paying double every time they needed something fixed. There is no other way to do it. After a call has been made a ticket is then opened, the first appearance is just for a diagnosis unless it is an easy or common problem that they would already have parts for. The second appearance is to install the part. When the tech returns and that job is completed then that ticket is closed. This exact thing happened the second time you called. That is not three visits, I'm sorry. Also, we explained to you that if you contacted the warranty company you could try to resolve this with them and then they agreed to pay for the parts. However, you expect me to pay a tech to fix something for free. All, we asked of you was to pay the service charge, which is the same thing the warranty company asked of you. I wish I could provide a service for free for everyone that asked for it, unfortunately that isn't an option.
Sent on: 8/10/2015 12:34:59 PM